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20121121
20121129
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CNBC 1
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CNBC
Nov 22, 2012 4:00am EST
extraordinary. joining us is head of voice of customer analytics team. steve, thanks for joining us. it's a surprising discovery. where have you done the survey and how have you found out this is the case? >> we have done it across several countries across 7,000 respondees and we're finding that it's quite shock to go some people i think that price would automatically be seen as being the most competeitivcompetitive. service is more of the marketing proposition that companies should be going with rather than just putting everything around price. because service is a very eknow difference subject. >> is this equally across online and in the shop? >> it's across all channels. and this is where we're finding a lot of companies are -- >> so it isn't a point about going online. actually price is the whole point about online. >> i think where companies are missing the service is looking at the voice of the customer experience. so a lot of people might be focusing online and on price or they might be seeing online as more of a complaints channel. >> just trying to think about what is service c
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